I have a problem that my outgoing calls always drop at at 29m50s. This happens on both WiFi calling and non WiFi calling over regular mobile call. It does not happen on the likes of whatsapp. Many years ago I had a similar problem that was escalated to a pretty high level, the problem was on a server somewhere and an easier workaround was to change the esim, which somehow fixed it, rather than fix the central server problem. This happens on ALL outgoing mobile EE calls regardless of who I am calling or their network. I have only tested from home as I dont tend to make long calls elsehwhere.
Back to present say, I had the problem up to December 2024, then the problem vanished when I changed tariff. Unfortunately, there was a mistake on my tariff which when rectified coincided with the problem reoccurring. It now happens without fail on outgoing calls.
I complained several weeks ago, and EE decided it was local mast issue (seems unlikely given that it happens on Wi-Fi calling). EE unsurprisingly found no issue with the local mast.
I then called up again and was told that EE needs 3 dropped calls over a 72-hour period. There was a strong disagreement over how reasonable this was because I can’t spend 3 29m50s phone calls on the phone in succession for no good reason. I asked to use just 1 dropped call or alternatively extend the system log on my account to be longer than 72 hours. There was a refusal to even request if this was possible and in an extreme case of “computer says no” I was told that if I didn’t do this I would be seen as “not cooperating” with EE. I made clear that any request needs to be reasonable, EE did not seem to care as to the reasonableness of their requests stating that I “need to cooperate”. I was told that I had 1 month to deliver 3 dropped calls over any 72-hour window before the case is closed.
Today 9 February I have managed to get 3 dropped calls in one day. I have called and spoken to a call handler, Bukunmi, who made clear that there is now a deadlock on the account and there can be no further discussion of this specific issue ever again with EE due to the deadlock letter. No notes can be recorded against it. I made clear that this is ridiculous the conclusion of the conversation seems that, 6 months, 1 year or even 5 years later EE would never discuss why my calls drop. No deadlock letter was received and when it was offered, I made clear that it was not wanted. Bukunmi seemed caught between computer says no, and wanting to help but somewhat scared for his job if he tried to help me. I was eventually put on to a manager who has taken the same position that given the unwanted and unreceived deadlock letter that EE will not look into the issue.
I have offered these 3 dropped calls, which I was previously told would be accepted and are now not being accepted. And EE have unilaterally imposed a deadlock letter which conveniently allows them to refuse to deal with the problem at hand. The dropped calls are 9 Feb 2025 1149, 1219, 1446.
ref: ID******** / ID********
[Mod Edit: personal details removed. Please avoid including personally identifiable information on the public forums]
